Service Level Agreement
Updated as of 30/11/2017
Service Level Agreements (SLAs) define how we respond to your issues and requests. They reflect our reliability, efficiency and confidence in the support that we provide. This applies ONLY to clients on Standard, Professional and Enterprise packages only and is subject to change.
Service Level Agreements (SLAs) essentially represent our promise to deal with your issues and requests within a given time frame. They show that we have an efficient and mature process for providing support and that you can have confidence in us. All issues are important to us but they are prioritised according to this document.
Our SLA is based on responding within working hours.
Standard Hours of cover
- Our standard cover runs from 9:30 am to 5:30 pm (GMT/BST), from Monday to Friday, excluding public holidays for England.
- Our monitoring service runs 24×7 and major issues (*Global blockers only) are dealt with accordingly by our out-of-hours incident team..
- Our monitoring runs 24x7x365 regardless of your package.
Fair Use Policy
Why do we have a Fair Usage Policy?
As part of our commitment to providing excellent quality and reliable service, Arthur Online has a Fair Usage Policy on its Support Services. The Fair Usage Policy (or FUP as its commonly referred too) contains usage guidelines for customers using the Arthur Online Support services to ensure that customers use the service reasonably.
Very often customers confuse supports services with training services. In order to manage expectation, it is important to appreciate that we do not offer training services over the phone unless previously booked. Training via a shared screen session can be arranged with the team and are free of charge or £75+VAT per session (subject to your subscription package). This time can be used to interact with the Arthur support team who can spend that dedicated time supporting you through the setup and continued use of your account. Furthermore, Arthur offers public training days and private training sessions.
What are the FUP limits?
In circumstances where extended support is required as a result of the customer not being adequately trained in using the system, the team will end the conversation in a timely manner and encourage the user to book a training session.
Support calls should generally not exceed 15 minutes and will be subject to the FUP, unless the support team member involved deems otherwise. In the case of Arthur professional users, any training given will form part of the allotted monthly training limit. Where the account has already used all allotted training time, the account will be charged at a rate of £75+VAT per hour.
Shared screen sessions are subject to the FUP only when a customer is on the Enterprise package. An Enterprise account’s use of the shared screen support will be reviewed on a monthly basis. If the account is deemed to have used the shared screen sessions excessively, the account may be subject to review.
Support calls are monitored by the Lead Customer Service Agent and collated in terms of time and support quality to ensure that all customers receive the best service possible.
How we work out priorities
Our SLA timers also depend on the priority of your issue or request. When you raise an issue with us, we make an assessment based on the information you have given us. We let you know the priority we have assigned, but are happy to take extenuating circumstances into account, if you think we’ve got it wrong. Priority is based on two factors: severity and impact.
This is where the effect on your business is at the most severe and there is no workaround. This is given a Priority 1
This where the effect on your business is medium-high and there is a less than effective workaround. This is given a priority 2
This is where the effect on your business is low-medium and there is an effective workaround. This is given a Priority 3
When a customer suggests an improvement to a current feature we will first assess the impact and the global need. We will then advise you of our decision. This is given a Priority 4
When a customer suggest a new feature it goes through a process before being approved. We will then advise you of our decision. This is given a Priority 5
In our experience most issues fall into Priority 3 so that tends to be a default. The priority assigned dictates the amount of time we give ourselves to deal with your incident or request
Workaround; Workaround 0 = No workaround possible, Workaround 1 = Complicated, Workaround 2 = Easy
Productivity loss; Productivity 0 = Severe , Productivity 1 =Medium-Severe , Productivity 2 = Low-medium
Overriding our priorities
We aim to be flexible and recognise that sometimes there are extenuating circumstances. Perhaps the issue affects your users, or key staff are having issues with a critical arae with an impending deadline. Our technicians are able to override our standard priority assessment where there is good reason, if you have made us aware of it.
Two clocks are ticking
We have two clocks (timers) running on every issue you raise, though most of our clients are only interested in two of them (“respond within” and “resolve within”).
This is the maximum amount of time that it should take us to get back to you, and confirm who is dealing with your issue – you get to speak to a trained member of the team straight away, rather than a recorded menu system or a call-logger.
This is the one that everyone is really interested in: the maximum time it should take to get everything up and running.
These timers represent maximums – we generally come well within these time limits. In certain circumstances we will put a clock on hold – for example when we are awaiting a response from you with further information or an approval for work that may have a temporary impact on you or your business
Sometimes, with the best will in the world, and in spite of our best efforts, there are extenuating circumstances that mean the time limit is breached. This is exceptionally rare.
Other exceptions to our priorities
The following are exceptions to our priorities and timers in the above matrix:
- Third parties– Where an issue lies with a 3rd party supplier we allocate a priority of 5 for these jobs.
- Quotes – we have no timers on these requests, but we do our best to be prompt and keep you fully up to date.
- Low priority admin requests – these have response times that match priority 4 but each request is given a bespoke fix time. Generally we get plenty of advance notice and these requests are not urgent.
- Browser specific problems – Whilst we endeavour to ensure Arthur works on all browsers, Google Chrome is our preferred browser and thus we recommend this for all Arthur usage. This means that the most vigorous testing is done on Google Chrome. Issues that arise on other browsers will be dealt with, but are not considered a priority.
If you’d like to speak further about this please contact us today or call 020 7112 4860